2nd Line Technical Support

Salary: £35,000 - £40,000 (depending on experience)

Hours: Monday to Friday 08:30 – 17:30

Holiday: 25 days + bank holidays

Location: Horsham, West Sussex or Carlisle, Cumbria

Looking for a change or a new challenge?

Here at Global 4, we Love Tech and offer a wide range of services and products to support businesses across the whole of the UK. Our vision is to solve our customer’s technology challenges, by advising and implementing the right solution, and always demonstrating best in class service excellence. We offer a wide range of solutions, from cloud telephony, IT, CCTV & security services, data connectivity, mobiles, as well as energy.

As a forward-thinking business utilising the latest technology, we support a wide range of clients in multiple industry verticals. Our Trustpilot rating proudly sits at 5 stars in demonstration of our exceptional service whilst our internal processes and security are backed by ISO 9001 and 27001 accreditations. The experience we provide our customers is unparalleled, and our proposition enables us to welcome hundreds of new clients every year whilst retention is at an all-time high.

With a clear vision and strong values, Global 4 is looking to expand its incredible team and require driven, passionate, and personable professionals to join their mission. We continue to grow together, investing in our people and our product offering. If you are looking for a change, for a challenge, for reward, now is the time to join Global 4!

What benefits will you receive?

· 50% off our Broadband packages, completely free after two years

· 33 days holiday allowance including bank holidays

· 5 additional days leave granted based upon length of service

· £250 Bright Ideas Scheme

· Kudos Employee Recognition Scheme – Including Days Out

· Buy & Sell holiday allowance scheme

· Death in service benefit

· Pension scheme

· Complimentary fresh fruit, tea, and coffee.

· Eye care vouchers

· Friday fridge

· Company lunches

· Company bonus scheme

· £1,000 Refer A Friend Scheme

· Fun incentives

· Paid Charity leave

Summary

As an integral part of the team, the Technical Support Engineer will be the second escalation point for all inbound faults, ensuring our customers receive clear and realistic expectations on how long a fix can take whilst communicating regular updates. You will be a driven team player, proactively providing regular updates and ensuring outstanding customer service and smooth customer experiences. This is a challenging and fast paced environment where there are tight deadlines to meet and SLAs to beat which relies on having great attention to detail. The successful candidate will hold strong technical telecoms knowledge, will be highly organised, focused and passionate about customer service.

Responsibilities include:

· Ensure all communicated information to the customer is clear and concise, setting clear expectations and next steps.

· Proven technical knowledge and experience - Be the escalation point for the team, for more complicated faults, ensuring you’re sharing knowledge and upskilling accordingly. Proactively escalate relevant and more complex work where required to senior engineer.

· Ability to build, configure and maintain all customer solutions to a high standard

· Articulate a strong technical understanding of the fault and solution required and breakdown technical definitions to a basic understanding for our customers

· Hold a strong understanding of line and broadband faults.

· Deliver outstanding customer service with the ability of setting clear expectations.

· Demonstrate an exceptional attention to detail - all communication both internally and externally must be clear and concise.

· Proactively liaise between teams to ensure the customer gets the quickest resolution possible.

· Ensuring all work is carried out to a high standard of quality and tested accordingly to ensure no negative impact to the customer

· Proactively work programming and divert queues to ensure SLAs are met for all priority levels.

· Be an ambitious member of the team who leads by example and provide an infectious and positive attitude.

· Responsible for accurately diagnosing and resolving customer faults within defined SLA's, identifying trends and repeat faults to get a final solution.

· Proactively work programming and divert queues to ensure SLAs are met for all priority levels.

What do we need from you?

· Customer driven, proactively seeking to exceed customer expectations.

· Excellent interpersonal and communication skills

· Hold strong customer conflict skills and naturally customer centric.

· Certified in Draytek - Strong understanding of configuration for routers

· 8x8 qualified UCAS Support Cert

· Strong personal interest in IT / Telecoms

· Proven experience within customer service

· Strong organizational skills and ability to multitask in a fast paced, growing business.

· An aptitude for problem solving and strong attention to detail.

· Warm and open approach to customers, an attentive listener and natural problem solver

· Flexible to the needs of the business

· Proactive team player, with experience in a fast-paced environment

· Strong Global 4 product knowledge

· A natural focus on quality and solution driven.

· Minimum of 2 years in a Telecoms Support role

Global 4 is deeply committed to diversity, equity and inclusion and making our organisation a place for all individuals regardless of race, religion, national origin, age, sex and gender identity, sexual orientation, pregnancy status, familial status, disability status, gender reassignment or any other protected characteristics.

For further details, please contact our in-house recruitment team either by email:  or by telephone on (phone number removed)

Location: Kingsfold, GB

Posted Date: 9/27/2024